Role requires 2 days a week onsite in Cork
12 month contract position
Language Requirement: English (Australian and UK)
Our client, a leading European Medical Information provider, is seeking a Business Analyst to support the design, build, and deployment of conversational AI and voice bot solutions across their contact center operations. Working at the intersection of business analysis and digital technology, this role drives process improvement and automates customer-facing interactions to enable omnichannel excellence across European operations.
Responsibilities:
- Design, build, test, and maintain conversational AI flows for contact center interactions across European markets.
- Develop voice bot dialogue scripts, intent libraries, and NLU training data to maximize accuracy and customer experience.
- Map current-state (As-Is) telephony journeys and design improved future-state (To-Be) flows aligned to service goals.
- Partner with platform vendors (e.g., Genesys or equivalent) to configure and optimize voice automation.
- Ensure all interactions meet regulatory and quality standards while maintaining necessary validation evidence.
- Spot opportunities within inbound query handling to design AI-enabled workflows that reduce manual effort.
Qualifications:
- Degree qualified in Business Information Systems, Computer Science, Management Information Systems, Business & Technology, or a related discipline.
- Demonstrated foundational skills in business analysis, process mapping, and requirements documentation.
- Must have direct experience with Australian English and UK English
- Ability to work with dashboards and KPI tracking tools to drive operational improvement.
- Exposure to dialogue design, NLU/NLP concepts, or voice platforms (e.g., Genesys, Google CCAI, Amazon Lex)
- Understanding of telephony architecture, IVR flows, or omnichannel operations.
